Service Desk Manager (5577)

As Service Desk Manager, you'll oversee Service/Help Desk operations, managing the team and processes for service requests, incidents, and problems in alignment with ITIL best practices. The ideal candidate will lead a 24/7/365 Service Desk operation, driving efficiency, customer satisfaction, and continuous improvement across IT support services.

Requirements

• Active DoD Secret security clearance
• Bachelor's Degree from an accredited college or university + 8-years of relevant experience
• 7+ years overseeing Service Desk operations, including service request, incident & problem ITIL processes
• 3+ years' experience managing a 24/7/365 Service Desk supporting 15+K Users
• Current certifications: ITIL4 Practice Manager: Plan, Implement, and Control and HDI Technical Service Professional
• Experience with Service Desk management tools such as ServiceNow, Jira Service Management, or similar platforms
• Excellent communication and collaboration skills
• Strong customer service orientation and the ability to build positive relationships with stakeholders
• Ability to manage multiple priorities and deliver results in a fast-paced environment

Benefits

• Generous benefits package
• Professional growth
• Valuable time to recharge